Manager Customer Relations

Role Responsibilities

Motivating and guiding a team of front office staff in order to achieve and exceed sales and service targets for the branch and striving operational excellence

Responsibilities

• Maximize sales performance to achieve given revenue targets of the PFMs and branch through liability products [Current /Savings /Term deposits], wealth management products and asset related products (secured, unsecured) Ensure effective Relationship Management by monitoring the movement of the top customers of the branch, devise and implement a customer acquisition and retention programme. Improve product per customer holding.
• Provide support for new product launches, and champion new sales initiatives Nurture and upgrade the existing customer portfolio to premium banking
• Ensure adherence to laid down processes, facilitate first time resolution. Minimize rejections and customer complaints
• Monitor customer satisfaction survey ratings, net promoter score or any other survey/ feedback ratings taken from customers and ensure continuous improvement if below bench-mark, sustain and better quality service
• Monitor and track transaction volumes and ensure effective transaction migration to alternate channels of banking
• Ensure PFM and service managers productivity are at optimum levels
• Ensure adherence to cost control measures- ensure costs are managed within budgets
• Managing the lobby of the branch, maintaining an ambience that would put customers at ease He/She is aware of banks Mis-selling & Sales Policies and ensure adherence all the times.

Strategy

• Monitor customer satisfaction survey ratings, net promoter score or any other survey/ feedback ratings taken from customers and ensure continuous improvement if below bench-mark, sustain and better quality service

Business

• Monitor and track transaction volumes and ensure effective transaction migration to alternate channels of banking
• Ensure PFM and service managers productivity are at optimum levels
• Ensure adherence to cost control measures- ensure costs are managed within budgets
• Managing the lobby of the branch, maintaining an ambience that would put customers at ease He/She is aware of banks Mis-selling & Sales Policies and ensure adherence all the times.

Processes

• Ensure satisfactory ratings in all internal/external audits conducted at the branch
• Ensure compliance to all Operations health documents like KCD/KRI/OPS manual, process notes and circulars issued from time to time. Perform regular KCS checks as mandated
• Ensure timely and accurate submission of all returns both internal and statutory for sales and service Ensure accurate and timely processing of all customer instructions as per applicable processes/ circulars

People & Talent

• Drive and embed a strong performance culture through inspiring and motivating and rigorous performance
• management discipline.
• Achieve high employee engagement and satisfaction. Retain talent, check attrition Identify and address training and development needs of staff on an on-going basis

Risk Management

• Ensure satisfactory ratings in all internal/external audits conducted at the branch
• Ensure compliance to all Operations health documents like KCD/KRI/OPS manual, process notes and circulars issued from time to time. Perform regular KCS checks as mandated
• Ensure timely and accurate submission of all returns both internal and statutory for sales and service Ensure accurate and timely processing of all customer instructions as per applicable processes/ circulars

Governance

• Ensure he/ she is fully aware of all the policies and procedures issued in relation to ORMA, Group Code of Conduct, KYC/CDD/EDD and Money laundering prevention and ensure compliance thereto. Any suspicious transaction must immediately be reported as per guidelines. Responsible for health and safety for all. As part of the Health and Safety guidelines you should:
• Take reasonable care for the health and safety of co-workers and those who may be affected by your actions or your omissions; Co-operate with Management to support and promote Health and safety in the workplace;
• Ensure that your actions do not put others at risk; Work in a healthy and safe manner;
• Encourage others to work in a healthy and safe manner;
• Report all accidents and incidents and bring to the attention of the management any hazard in the workplace
• As a manager you are also responsible for the health and safety aspects within your area of control. You need to ensure that:
• Your employees are adequately trained and supervised to perform their tasks in a safe manner and are free to raise any Health and safety issues and these issues are addressed appropriately.
• The contractors working in your area or for you are working in a safe & healthy manner.

Regulatory & Business Conduct

• Display exemplary conduct and live by the Group’s Values and Code of Conduct.
• Take personal responsibility for embedding the highest standards of ethics, including regulatory and business conduct, across Standard Chartered Bank. This includes understanding and ensuring compliance with, in letter and spirit, all applicable laws, regulations, guidelines and the Group Code of Conduct.
• Lead the India / Affluent Managed (90000308) / to achieve the outcomes set out in the Bank’s Conduct Principles: [Fair Outcomes for Clients; Effective Financial Markets; Financial Crime Compliance; The Right Environment.] *
• Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.

Other Responsibilities

• Embed Here for good and Group’s brand and values in India / affluent Managed (90000308); Perform other responsibilities assigned under Group, Country, Business or Functional policies and procedures; Multiple functions (double hats);

SALES AND SERVICE OBJECTIVES

• Maximize sales performance to achieve given revenue targets of the PFMs and branch through liability products [Current /Savings /Term deposits], wealth management products and asset related products (secured, unsecured) Ensure effective Relationship Management by monitoring the movement of the top customers of the branch, devise and implement a customer acquisition and retention programme. Improve product per customer holding.
• Provide support for new product launches, and champion new sales initiatives Nurture and upgrade the existing customer portfolio to premium banking
• Ensure adherence to laid down processes, facilitate first time resolution. Minimize rejections and customer complaints
• Monitor customer satisfaction survey ratings, net promoter score or any other survey/ feedback ratings taken from customers and ensure continuous improvement if below bench-mark, sustain and better quality service
• Monitor and track transaction volumes and ensure effective transaction migration to alternate channels of banking
• Ensure PFM and service managers productivity are at optimum levels
• Ensure adherence to cost control measures- ensure costs are managed within budgets
• Managing the lobby of the branch, maintaining an ambience that would put customers at ease He/She is aware of banks Mis-selling & Sales Policies and ensure adherence all the times.

QUALIFICATIONS*

TRAINING, LICENSES, MEMBERSHIPS AND CERTIFICATIONS

• GRADUATE / POST GRADUATE

About Standard Chartered

Were an international bank, nimble enough to act, big enough for impact. For more than 160 years, weve worked to make a positive difference for our clients, communities, and each other. We question the status quo, love a challenge and enjoy finding new opportunities to grow and do better than before. If youre looking for a career with purpose and you want to work for a bank making a difference, we want to hear from you. You can count on us to celebrate your unique talents. And we cant wait to see the talents you can bring us.

Our purpose, to drive commerce and prosperity through our unique diversity, together with our brand promise, to be here for good are achieved by how we each live our valued behaviours. When you work with us, youll see how we value difference and advocate inclusion. Together we:

• Do the right thing and are assertive, challenge one another, and live with integrity, while putting the client at the heart of what we do
• Never settle, continuously striving to improve and innovate, keeping things simple and learning from doing well, and not so well
• Be better together, we can be ourselves, be inclusive, see more good in others, and work collectively to build for the long term

In line with our Fair Pay Charter, we offer a competitive salary and benefits to support your mental, physical, financial and social wellbeing.

• Core bank funding for retirement savings, medical and life insurance, with flexible and voluntary benefits available in some locations
• Time-off including annual, parental/maternity (20 weeks), sabbatical (12 weeks maximum) and volunteering leave (3 days), along with minimum global standards for annual and public holiday, which is combined to 30 days minimum
• Flexible working options based around home and office locations, with flexible working patterns
• Proactive wellbeing support through Unmind, a market-leading digital wellbeing platform, development courses for resilience and other human skills, global Employee Assistance Programme, sick leave, mental health first-aiders and all sorts of self-help toolkits
• A continuous learning culture to support your growth, with opportunities to reskill and upskill and access to physical, virtual and digital learning
• Being part of an inclusive and values driven organisation, one that embraces and celebrates our unique diversity, across our teams, business functions and geographies - everyone feels respected and can realise their full potential.

Recruitment assessments - some of our roles use assessments to help us understand how suitable you are for the role youve applied to. If you are invited to take an assessment, this is great news. It means your application has progressed to an important stage of our recruitment process.

• Visit our careers website www.sc.com/careers
• Job: Retail Banking
• Primary Location: Asia-India-Mumbai
• Schedule: Full-time
• Employee Status: Permanent
• Posting Date: 12/Apr/2024, 3:44:42 AM
• Unposting Date: Ongoing